About the role
Customer Success Manager – Remote (Dbl)
Salary: $85k to $110k
Onboarding Prospective Customers
* Conduct onboarding calls with new customers, train them to use the product, complete technical implementation steps, and help them realize value quickly * Consistently host working sessions and check-in calls, team training sessions, and QBRs to facilitate adoption of core features and advanced/upsell products * Coordinate with Account Executives to identify any red flags that would hinder the customer from renewing with Double * Maintain a high renewal rate from subscription to first renewal (3 months) (target = 80-85%) as well as high overall retention rate going forward
Expansion of Existing Accounts
* Proactively reach out to accounts in your pipeline to ensure they're continuing to reach their goals and respond to inbound support inquiries promptly * Create and maintain customer education materials: record video feature overviews and write user guides for content-driven email sequences * Drive expansion revenue of existing accounts in your pipeline (increase MRR)
Internal Team Processes
* Document best practices, creating templates for customer engagement at key milestones for various user personas * Help the team iterate to find the most efficient internal processes that reduce friction and best help our customers succeed
Work experience
* Ideally someone who has had roles specifically in Customer Success (not just Sales, Support, Experience, or something adjacent) or at least some form of customer/client facing experience * Ability to navigate and teach customers about complex software products and features * Keen attention to detail, thoughtfulness, and a customer- centric mindset * 2 - 3 years of experience in a customer- facing role at an early- stage SaaS startup * Bookkeeping or accounting industry experience is required * Upbeat, interesting, positive personality * Passionate, driven, motivated
Miscellaneous
* Interested in working at a startup and taking on additional responsibilities
Nice-to-have
* Experience with implementation/onboarding customers onto a software platform and driving product adoption * Proven track record of high renewal or retention rates; bonus = upsells or revenue- driving activities * Familiarity with modern SaaS tools such as Slack, Notion, and/or Salesforce * Comfortable in organized chaos; aka an environment where things move quickly
Originally posted on Himalayas